Senior Salesforce Business Analyst

Description

The company's Digital Business Solutions group builds technology, data and AI solutions for customers and internal business problems. Its AI Innovation team finds and delivers agentic and generative AI capabilities across the Salesforce ecosystem and adjacent platforms, working with customers, authors, editors and colleagues across the company.

This is a senior business analyst role on the AI Innovation team. You will work with business units and technology teams to find, scope and deliver AI opportunities across the Salesforce landscape, including Salesforce Agentforce, Data Cloud (Data 360) and Model Context Protocol (MCP) integrations, plus related AI tools. The focus is on finding value for sales teams, checking that the data and process foundations can ground AI agents, and writing requirements and functional specifications that connect business needs to new AI capabilities.

Responsibilities

• Work with business and product teams to find where AI agents, automation and data unification can reduce friction and cost or improve customer and employee experience
• Map current business processes and design future versions that use Agentforce agents, Data Cloud and MCP-based integrations
• Collect business requirements, high-level user stories and acceptance criteria for AI agent workflows, covering agent actions, guardrails, escalation paths and human review points
• Check data readiness for AI use cases, including quality, identity resolution and harmonisation, with the data engineers supporting Data 360
• Run workshops to scope AI and agentic use cases, test feasibility and agree priorities and sequencing with stakeholders
• Write detailed user stories and acceptance criteria for developers, QA and engineers building Agentforce agents and MCP server or tool integrations
• Manage stakeholder expectations, explain trade-offs in accuracy, latency, cost and risk, and escalate issues to project or product managers when needed
• Build trusted advisor relationships with senior stakeholders by explaining what AI can and cannot do and how to use it responsibly
• Review existing systems and processes to decide where AI or agentic solutions are viable, technically and commercially, and where conventional automation fits better
• Follow developments in Agentforce, Data Cloud and MCP and agentic AI, and turn relevant ones into concrete business opportunities
• Support change management and adoption of AI-driven process changes, including documentation and training materials

Requirements

• Proven experience in process modelling using BPMN, eliciting business requirements and turning them into clear user stories and acceptance criteria
• Hands-on experience with Salesforce Sales Cloud or Service Cloud, and working knowledge of or strong interest in Salesforce Agentforce and Data Cloud (Data 360)
• Working familiarity with prompt engineering, retrieval-augmented generation (RAG), tool or function calling and Model Context Protocol (MCP), enough to turn business needs into technical requirements
• Understanding of data architecture basics, including data unification, identity resolution and data quality, as they apply to grounding AI agents in trustworthy data
• Solid grasp of software development methodologies, platforms and tools, including where AI and agentic components fit in a standard SDLC
• Demonstrated ability to plan and run small to medium workshops, including cross-functional AI use-case discovery sessions
• Strong verbal and written communication, able to explain complex AI and technical concepts to non-technical people and the reverse
• Hands-on experience in agile teams using frameworks such as Agile, Scrum and Kanban
• Experience as a business analyst across the full software development lifecycle
• Experience with Lead-to-Cash processes and Salesforce
• Exposure to data analytics and data-driven decisions, and familiarity with Jira, Confluence, Slack, Microsoft Office and Microsoft Teams
• Genuine curiosity about AI and a habit of learning continuously, since the field changes quickly and the role requires staying current
• Exposure to Salesforce Einstein, Copilot Studio or comparable generative AI platform features
• Basic SQL or Python for exploring data sets and checking AI and data outputs
• Awareness of responsible AI principles, including bias, privacy, explainability and human oversight
• Salesforce certifications such as AI Associate or Agentforce Specialist, or equivalent demonstrated learning

Conditions

Flexible working hours, so you can schedule your day around when you are most productive and fit your other commitments

The company is committed to a fair and accessible hiring process and will make reasonable accommodations on request

Benefits

• Wellbeing initiatives, shared parental leave, study assistance and sabbaticals to support your immediate responsibilities and long-term goals
• Country-specific benefits, available through a location-specific link on the posting